Prada Investor Day Presentation Deck
Human Touch Focus
Delivering Significant NPS Improvement
The "Human Touch" primary driver
(>4x stronger than any other customer experience touchpoint)
RETAIL EXPERIENCE NPS
DRIVERS RELATIVE STRENGTH 1
Sept. 2021 YTD
4x
1
Boutique
Other
Other
Other
Other
Other
staff Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint
1
2
3
4
5
Growing NPS across Prada and Miu Miu
62
NET PROMOTER SCORE 2
Sept. 2021 YTD
2020 YTD
Prada & Miu Miu
+15%
2021 YTD
Prada & Miu Miu
1 Based on standardised coefficient of the drivers for NPS post purchase survey indexed to max =100 (Jul-Sept 2021)
2 Net Promoter Score post purchase customer survey ("How likely are you to recommend visiting this boutique to people you know?") considers January - September period across both Prada and Miu Miu Brands
PRADA Group
Capital Markets Day 2021View entire presentation